Room Service and all the culinary staff. They were quite polite.

The view from my room was terrible. Definitely a false advertisement! The activities were a bit scattered. I needed more information on how to participate since the App didn't work. The WiFi was awful. I couldn't get it to work uninterruptedly, which was a bummer since that was only the form of entertainment I had. The concierge was very dismissive when I told him about the issue with the App. The front desk had me on hold for over an hour. It felt like I was being profiled and I didn't like that. I’d never go again.

The Hotel is nice and the pool area is beutiful. Service was good and the Spa is wonderful.

There is no way to order water bottles or a fountain to refill late at night. I order some via room service but it never came and had to go to the lobby 3 times to finally get water bottles late night.. All the ice machines are broken. The food was sub par and all meats where frozen or low quality. Best meal was a Arrachera Burguer at the pool restaurant but the specialty restaurants are ok.

We liked that it was on the beach and the partial ocean view from our window was nice. The infinity pool was nice with fun activities like water aerobics and volleyball. Geisel was the pool activity girl and she was so welcoming and fun. I have never seen so many women and men join in on the water aerobics before like this at other resorts where I have been. The restaurant servers were so helpful and friendly. There were so many but we remember Elizebeth, Gerardo and Jesus who were our servers at Zango for the morning breakfast. They would make sure we had everything we needed and always had a smile and made us feel welcomed. The Seasons restaurant was good with great service and food. We went here 2 of the nights during our visit. I wish I could remember the servers names, they were older gentlemen. Frattini’s Italian restaurant was good. Our server, Roberto, was welcoming and helpful. The food was also good. The ocean view from both restaurants were very nice. We ate at Zango the first 2 nights because we could net get reservations at any of the restaurants. Zango was a buffet with much to choose from whether it was breakfast, lunch or dinner. We had room service one day for lunch. We ordered the grilled burger. It was delicious and served on time. Anything you need must be entered on the app from your phone instead of calling. That way the management sees the order and can make sure it’s taken care of and not over looked. Daniella was expedient and friendly checking us out. One night of our stay we needed water and the front desk staff (I believe his name was Enrique or Iglesias). He was so helpful getting bottled water to our room. Great staff and beautiful property.

We didn’t like how the pool didn’t have a food menu, only pizza. There was tortillas served around the pool one of the days maybe more but we only got them one time. But there wasn’t salads, sandwiches, burgers, nachos and salsa on the menu like at all the other resorts where we have been. The entertainment sounded like fun but karaoke didn’t start until 9:30pm. For us that was too late. We like entertainment to begin, at least, by 8pm. The Casino night seemed like it would be fun because I live Texas Holdem and was hoping to play. My husband and I went down at 9pm and the music was way too loud. We couldn’t even go into the room. The music had to be as loud as 160 db or even louder. It made our heads hurt. I was bummed but we went on to Zango and got a snack before heading on to our room. I also noticed a the restaurants, if a Hispanic was there even after we were, they got served first. My husband and I were not mad at this but quite entertained by it. We still got great service but as an American, we knew our place at this resort and we excepted it. The heat in August is unbearable and we will stick to Mexico in February from now on. The maids come around knocking around 8:30. The noise in the hallway was loud and could be heard in our room. So don’t plan on staying up late and sleeping in while here.

We were offered to upgrade to penthouse room and it was large and beautiful.

Nothing

The staff was really kind, the resort had a nice vi be. The pool was warm, spa options. I loved the hibachi restaurant.

The food at the daily buffet wasn't that great

The decor was outstanding but the food was nasty and the rooms were horrible

Rooms and Food

Well kept

Everything was good

The staff was the best part great conversations, and willing to accommodate special request. Having three pools was great and beach access.

The room really needs to be updated,stained curtains, old furniture. I think I would’ve had a better room if I booked directly with Sandos. Zango (buffet) very limited selection. People wake up at 6:30am to put belongings on day beds and chairs at the pool and beach there has to be a better way.

Location, restaurants, food, activities

My reservation was for a room on the swimming pool side, they gave me room on the opposite side, I asked to put me on the pool side they didn't do it so I checked out earlier. The hotel need better maintenance care , you can feel its an old hotel

Breakfast.

No digital charging point. Additional hidden taxes that wasn’t included in the final price with Booking.com. Hidden taxes such as Environment tax, Beach preservation tax, marine tax. The tipping culture was annoying - it’s not a must I tip you for your service I’m sorry. If you’re not getting paid enough for your job then that’s on your employer and not on me…I’m really sorry.

The breakfast was doable. We loved Tetesita and Daniel for our massages. Overall I was pleasantly happy

I don't like the fact that I'm back in the states and trying to get ahold of someone at the hotel. I've called every day at least 5 times a day with no answer. Someone either doesn't pick up or pick up and hang up. I lost my sun glasses and all I want to know is if someone turned them into lost and found. It is really frustrating trying to get someone to answer

everything was good, check in was easy

nothing to be honest.

The property is good. the building is older so tired in places but it wax hood enough. The pool area is great and the bar.

On check in I was being pressured to upgrade my room. When I didn’t, the guy at check in seemed mad and told us nothing about the facilities, where to eat or anything. We asked other staff, who were lovely. I booked a deluxe King room but think I didn’t receive this. Then when my sister and husband checked in the same thing happened to them. The check in person even took them upstairs to view the rooms. They also refused then were given the upgraded room which means that was probably the room assigned to them in the first place. We had all stayed at Hyatt Ziva before checking in at Sandos and had not experienced this. The food was good but only available in one area most of the day. There weren’t a coffee bar or place for just snacks to hang out.

we like the foods.. the amenities, the infinity pool looks gorgeous.. staff are very friendly and nice… The hotel is beautiful..

should be more activities in the hotel .. like put up live shows.. and upgrade the hotel to be more modern..

Location,

The hottube does not work and there wasn't hot water, the bed smell rare

Wonderful 3rd visit! Staff ALL hard working and do a great job. Fun activities at pool daily. Yoga by the water!! Large circuit of gym machines! Room was beautiful spacious suite with a water view. Loved Frattini’s food and Gaijan’s food and chefs. Liked the lunch at pool area restaurant liked “grilled” fish shrimp tacos Loved all masquerade performers, loved live instrumentals at pool. Wanted more live music nightly in lobby bar and to go until 11:30pm in the comfy atmosphere preferred to the noisy conference room setups. I would not hesitate to stay here! Good drinks…try a Riviera Maya or Blue Hawaiian. Now back home and longing to be back at Sandos.

Steaks not good. Mexican Party night not enjoyable due to the lack of air in banquet room and long wait to be seated while lots of tables were not filled up. Room service pizza is much better than the poolside pizzas. Prefer extra thin crispy crust and more options for toppings like Mushrooms and pineapple for pool pizza would float my boat.

clean, well staffed.

not enough advertising of daily events. no map of the resort.

I love the beach here. It truly was the most beautiful beach I have ever seen. we stayed here and got married here and all of our guests loved the hotel. the food was good. The rooms were fantastic. I cannot say enough nice things about the staff. Santiago from housekeeping was amazing, the guys down at the pool leading the water/exercise activities were so great, the bartenders at bar one were super awesome, the guys at the front desk were so helpful, the young lady who is a hostess at Zango was so friendly, the men serving drinks at the pool were so kind and helpful, Jasilve helped so much with wedding coordination and during our wedding, Litzy from the salon was so great and my hair and makeup couldn’t have been better, the people who helped us in the spa were also so amazing. I apologize I cannot remember everyone’s names but what stood out to me the most about this resort was how helpful everyone that works here was. Really Sandos Cancun has top notch employees, the property is beautiful and well maintained, the food and drinks are excellent. I can’t recommend this place enough.

Extensive range of drinks and good food.

Check in/Check out took way too long and involved, amongst other things, calculating the tariff by writing down numbers on a Post-It note. Water from the shower in the bathroom was consistently cold.